FAQ

πŸ“¦ Orders

Everything related to placing and managing your order.

Questions

  • Can I modify my order after placing it?

    We typically process orders within one business day, so changes may not always be possible.
    If you need to modify your order, please contact us at hellorunners@nedao.com as soon as possible. We'll do our best to accommodate your request before your order is dispatched.

  • Can I cancel my order?

    Orders can only be cancelled before they have been dispatched.
    If your order has already been shipped, you'll need to follow our standard return process after receiving your package.
    Please contact us as soon as possible if you wish to cancel your order.

  • I entered the wrong shipping address.

    Please contact us immediately at hellorunners@nedao.com.
    If your order hasn't been dispatched, we'll update your shipping address whenever possible.
    Once an order has been shipped, we're unable to guarantee that the shipping address can be changed.

  • My order is missing an item.

    We're sorry to hear that.
    Please check your shipping confirmation email first, as your order may have been shipped in multiple parcels.
    If an item is still missing, contact us with your order number and we'll investigate it for you.

  • I received the wrong item.

    If you received an incorrect item, please contact us at hellorunners@nedao.com within 7 days of receiving your order.
    Include your order number and a few photos of the item you received, and we'll resolve the issue as quickly as possible.

  • My payment failed.

    If your payment wasn't successful, no charge should be made.
    Please try placing your order again using the same or a different payment method.
    If the problem continues, contact us and we'll be happy to help.

  • I haven't received an order confirmation email.

    Order confirmation emails are usually sent within a few minutes after your purchase.
    Please check your spam or junk folder first.
    If you still can't find it, contact us with the email address used for your order and we'll help you locate it.

πŸ“ Size & Fit

Find the right size before you order.

Questions

  • How do NEDAO sizes compare to EU/US sizing?
    NEDAO products are designed with an Asian fit. We generally recommend choosing at least one size up compared to your usual EU or US size. Please refer to the size guide on each product page for the most accurate recommendation.

  • I'm between two sizes. Which should I choose?

    It depends on your preferred fit and the type of product.
    For a closer race fit, choose the smaller size.
    For a more relaxed fit or additional layering, choose the larger size.
    If you're unsure, feel free to contact us with your height, weight and chest or waist measurements, and we'll be happy to recommend the best size.

  • How should running tights fit?

    Running tights should fit comfortably against your body without restricting your movement.
    They should stay securely in place throughout your run while allowing a full range of motion. Our running tights are made with four-way stretch fabric to provide flexibility and comfort during both training and racing.

  • How should a trail running vest fit?

    A trail running vest should fit securely against your body with minimal bounce when fully loaded.
    It should feel stable during movement without restricting your breathing or shoulder movement.
    Adjust the chest straps so the vest stays close to your body while remaining comfortable throughout your run.

  • Are your products race fit or regular fit?
    NEDAO products are designed for running, with an emphasis on freedom of movement, comfort and performance.
    Depending on the product, the fit may feel closer or more relaxed. We recommend checking the product images, size guide and product measurements before placing your order.
    If you're unsure, our team is always happy to help you choose the right size.

  • Do men's and women's products fit differently?

    Yes.
    Our men's and women's collections are designed using different patterns to better match each body's natural shape and movement.
    We recommend choosing the product designed for your body type and referring to the size guide for the most accurate fit.

  • Still unsure about sizing?

    We're happy to help.
    Email us at hellorunners@nedao.com with:
    - Your height
    - Your weight
    - Your chest and/or waist measurement (if available)
    - The product you're interested in
    Our team will recommend the most suitable size forΒ 

🚚 Shipping & Delivery

Shipping times, tracking and delivery information.

Questions

  • How long does shipping take?

    Delivery times vary depending on your destination.
    Estimated delivery times are shown during checkout and in your shipping confirmation email.
    Please note that delivery times are estimates and may occasionally be affected by customs clearance, weather conditions or local courier operations.
    For full details, please refer to our Shipping Policy.

  • How do I track my order?

    Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number and tracking link.

  • My tracking hasn't updated.

    Tracking updates may take 24–72 hours to appear after your order has been dispatched, especially during international transit.
    If your tracking hasn't updated for several days, please contact our customer support team and we'll be happy to investigate.

  • My parcel says "Delivered" but I haven't received it.

    Please first check with your household members, neighbours, reception desk or parcel locker, as carriers may occasionally mark parcels as delivered before they reach you.|
    If you're still unable to locate your parcel, please contact us with your order number and tracking information, and we'll investigate the issue with the shipping carrier.

  • Why is my order delayed?

    Most orders are delivered within the estimated timeframe. However, delays may occasionally occur due to customs inspections, adverse weather, public holidays or local courier operations.Β If your order is significantly delayed, please contact us and we'll be happy to assist.

  • Which countries do you ship to?

    We ship to most countries worldwide.
    If your country is available during checkout, we're able to deliver to your location.
    If you're unsure or can't find your country, please contact us and we'll be happy to assist.

  • Will I need to pay customs duties or taxes?

    Most NEDAO orders are shipped using Delivered Duty Paid (DDP) shipping, which means customs duties and import taxes are already covered by us.
    If you choose an express courier service such as DHL or UPS, customs duties or import taxes may be charged by your local customs authority depending on your country's regulations.
    The available shipping options for your destination will be shown during checkout.

  • Can I choose express shipping?

    Express shipping is available for selected countries and regions.
    Available shipping options will be displayed during checkout based on your delivery address.

  • Do you ship from Singapore?Β 
    NEDAO International is headquartered in Singapore. Depending on your destination and product availability, orders may be fulfilled from different warehouse locations to ensure efficient delivery.

πŸ”„ Returns & Exchanges

Everything about returns, exchanges and refunds.

Questions

  • What is your return policy?

    We accept returns for eligible items within 30 days of delivery.
    Returned items must be unworn, unused, with all original tags attached and in their original packaging.
    For full details, please refer to our Return Policy.

  • How do I return an item?

    You can request a return or exchange through your NEDAO account after logging in. If you're unable to access your account, simply contact us at hellorunners@nedao.com, and we'll be happy to assist you.
    Once your request has been approved, we'll provide instructions on how and where to return your item.
    For full details, please refer to our Return Policy.

  • Do you offer free exchanges?

    Customers are responsible for returning the original item to our return warehouse.
    Once we receive and inspect your returned item, we'll ship the replacement item at no additional shipping cost.

  • Do I need to pay for return shipping?

    Yes.
    Customers are responsible for the cost of returning items to our return warehouse.
    Return shipping costs are non-refundable.
    For full details, please refer to our Return Policy.

  • When will I receive my refund?
    Once your return has been received and approved, refunds will be processed to your original payment method within 14 business days.

  • Can I exchange for a different size?

    Yes.
    If you'd like to exchange your item for a different size, please contact us before sending your return.
    Once we receive and inspect your returned item, we'll ship your replacement size at no additional shipping cost.

  • What if I received a defective item?

    We're sorry to hear that.
    Please contact us at hellorunners@nedao.com as soon as possible with your order number, a description of the issue and a few photos of the product.
    Our team will review your case and work with you to find the best solution.

  • What if I received the wrong product?

    If you received the wrong item, please contact us within 7 days of receiving your order. Include your order number and photos of the product you received, and we'll resolve the issue as quickly as possible.

  • Can I return a sale item?
    Sale items are final sale and cannot be returned or refunded.